Congratulations to our GEM of the Month winners!
Each winner has been selected by the ASUGA Board after reviewing the nominations received. GEM of the Months winners are eligible for the Grand Prize Award.
Name: Andy Johnston
Company: Arvest Bank
Title: Contact Systems Support Analyst
GEM of the Month: January 2018
Andy is Arvest's main programmer to design the front end of contract centers. There was initially no front end, so routing calls to agents wasn’t there. We are now able to allow screen pops and agents see information about the customer, so can help the customer better. Andy helped to reduce the volume to the end user.
Configuring the contact center front-end script, lowered calls to live reps by 15%. Customers are now able to self-service for simple inquiries such as account balances, recent transactions, and reporting card is stolen, etc. #AspectACE18
Name: Ross Cloud
Company: Southwest Airlines
Title: Systems Development Analyst
Award Month: February 2018
Ross is knowledgeable about all Aspect products and puts all his effort into finding the root cause of Southwest Airlines' Aspect-related issues. He has spent countless hours researching and learning how the products work at a “behind the scenes” level, learning the database structures, and the front-end uses for each product. Through our upgrade from 7.5 to 8.2 this month, Ross was able to closely work with the Aspect team to isolate and quickly troubleshoot problems during the cut over. He saved the teams countless hours of frustration and effort with his knowledge and expertise.
Ross primarily works with WFM, APM, AQM, RTA, and Empower. Because of his knowledge and skills, we have been able to get more valuable information out of our Aspect products and know that those numbers are accurate. We have also been able to quickly resolve issues that our team leaders or agents are having with the products. He is always prepared and willing to assist coworkers and leadership with their Aspect-related questions and able to help them get a firmer grasp on the products and their “inner-workings”.